Senior Director of Customer Experience Operations – Building a Unified, Data‑Driven CX Engine for a Leading SaaS Legal Tech Innovator

About brighthush

brighthush is a trailblazing technology company that is redefining the legal industry through cutting‑edge, customer‑centric software solutions. By blending decades of legal expertise with next‑generation cloud technology, we empower law firms to streamline operations, boost productivity, and deliver exceptional client service. Our flagship product, brighthush, is a cloud‑based practice management platform that integrates AI, customizable workflows, and powerful analytics to help legal professionals manage every facet of their practice from anywhere, at any time.

Our Vision, Mission, and Core Values

Vision Statement

To provide the legal community with the most intuitive, comprehensive practice management software that enables client advocacy from anywhere, at any time.

Mission Statement

To deliver user‑friendly, all‑in‑one legal practice management solutions that enhance efficiency, profitability, and client satisfaction for our customers.

Core Values

• Accountability: We take responsibility for our decisions and actions, fostering transparency and constructive feedback.
• Continuous Learning: We pursue growth and knowledge, staying ahead of industry trends.
• Team Collaboration: We value diverse perspectives and work respectfully to achieve shared goals.
• Innovative Spirit: We are adventurous, creative, and open‑minded, constantly pushing the boundaries of what’s possible.
• Service Orientation: Whether serving customers or colleagues, we always add value and support one another.
• Integrity: We do the right thing, even when no one is watching.
• Diversity & Inclusion: We cultivate an inclusive culture that celebrates and leverages diversity.

Role Overview

As the Senior Director of Customer Experience Operations, you will be a pivotal builder, not a spectator. You will sit on the Chief Customer Officer’s leadership team and architect the operational backbone that unites Implementation, Support, Success, and Enablement into a single, coherent Customer Experience Group. Your mission is to create the KPIs that everyone trusts, the playbooks that make best practices repeatable, and the systems that keep our data clean enough to drive real, data‑driven decisions.

Unlike traditional leadership roles that focus on managing a team, this position is designed for a high‑impact individual contributor who excels at bringing order, rigor, and scalability to a fast‑growing customer organization still finding its shape. If you thrive on turning chaos into clarity and are energized by building processes that enable others to succeed, this is the seat you’ve been waiting for.

Key Responsibilities

• Design and implement a unified customer experience framework that aligns Implementation, Support, Success, and Enablement teams.
• Develop and maintain a set of robust, actionable KPIs that provide real insight into customer health, operational efficiency, and revenue impact.
• Create and refine playbooks, SOPs, and training materials that standardize best practices across all customer touchpoints.
• Collaborate with product, engineering, and data science teams to ensure that customer feedback loops into product development and roadmap planning.
• Lead cross‑functional initiatives to improve data quality, reduce context loss during handoffs, and enhance overall customer satisfaction.
• Act as a trusted advisor to senior leadership on customer experience strategy, operational improvements, and growth opportunities.
• Champion a culture of continuous improvement, data‑driven decision making, and customer obsession throughout the organization.
• Represent brighthush at industry events, conferences, and customer forums to gather insights and promote our CX excellence.

Essential Qualifications

• 10+ years of experience in customer experience, operations, or related roles within a SaaS or technology company.
• Proven track record of designing and scaling customer experience frameworks that drive measurable improvements in NPS, CSAT, and retention.
• Strong analytical mindset with the ability to translate complex data into actionable insights.
• Exceptional communication skills, capable of influencing senior leaders and cross‑functional teams without direct authority.
• Hands‑on experience with customer success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce).
• Deep understanding of the legal tech landscape is a plus, but not required.
• Experience working in a fast‑paced, high‑growth environment where processes and systems evolve rapidly.

Preferred Qualifications

• Background in the legal industry or experience working with law firms.
• Experience leading cross‑functional initiatives that bridge multiple customer‑facing teams.
• Knowledge of AI and analytics tools that enhance customer experience.
• Prior experience in a senior leadership role within a customer experience organization.
• Advanced proficiency in data visualization tools (e.g., Tableau, Looker).

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Process Design: Expertise in mapping, documenting, and optimizing complex workflows.
• Data Literacy: Comfortable working with large datasets, building dashboards, and deriving insights.
• Change Management: Skilled at driving adoption of new processes and tools across diverse teams.
• Customer Obsession: Deep empathy for customers and a relentless focus on delivering value.
• Leadership by Influence: Ability to inspire and align stakeholders without formal authority.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. In this role, you will:

• Work directly with the Chief Customer Officer and other C‑suite leaders, gaining exposure to executive decision‑making.
• Lead high‑impact projects that shape the future of our customer experience strategy.
• Mentor and coach cross‑functional teams, building leadership skills that prepare you for future senior roles.
• Participate in industry conferences, webinars, and professional development programs to stay ahead of CX trends.
• Benefit from a culture that rewards innovation, experimentation, and continuous learning.

Work Environment & Culture at brighthush

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and work‑life balance. Our teams collaborate across time zones using Microsoft Teams, Slack, and other collaboration tools. We celebrate diversity, inclusion, and a culture of psychological safety where every voice is heard.

We are a fast‑growing SaaS company that moves quickly, cares deeply about our product, and has fun doing it. Our sales team enjoys uncapped commission with built‑in accelerators, and our engineering and product teams are empowered to experiment and innovate.

Compensation, Perks, and Benefits

While specific compensation details are tailored to experience and market conditions, we offer a competitive and comprehensive package that includes:

• Medical, dental, and vision insurance plans.
• Short‑term and long‑term disability coverage.
• Supplemental insurance options (e.g., life, disability, critical illness).
• 401(k) retirement plan with company match.
• Flexible time off policy, including paid parental leave.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• Professional development budget for courses, certifications, and conferences.
• Annual company‑wide retreats and team‑building events.

Equal Opportunity Statement

brighthush provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

How to Apply

If you are ready to build the operational backbone that will shape the future of customer experience at a leading legal tech company, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Apply to this role at brighthush

Closing

At brighthush, we’re on a mission to transform the legal industry with technology that empowers law firms to exceed client expectations. If you are a visionary leader who thrives on turning complex challenges into streamlined, data‑driven solutions, this is the opportunity to make a lasting impact. Join us and help shape the future of customer experience for the legal tech world.